Betfred Casino ZA - Player's promotional offer has been ignored.

I am deeply disappointed with Betfred's handling of their promotional promises and customer service. Despite making the qualifying deposits and providing all necessary screenshots and evidence, I did not receive the promised 20 free spins on Wolf Gold and the additional 20 free spins on another game.

After multiple interactions with customer service representatives and further escalation, I still have not received the promised spins nor any satisfactory resolution. Instead, Betfred has blamed me and ignored my concerns, despite my repeated follow-up attempts.

This experience has been incredibly frustrating and inconvenient. I urge potential customers to be cautious and consider my experience before engaging with Betfred. Their failure to honor promotions and provide adequate customer service is unacceptable, and it is essential for Betfred to be held accountable for their commitments.

Dear Melscott,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betfred Casino ZA.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the promotion you wish to participate in?
• Could you please explain exactly what the casino blamed you for?
• Could you please share with me your communication with the casino from your attempts to resolve the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Melscott,

Do I understand correctly your brother has the account in this casino and the issue with the casino, and not you?

Yes, that is correct, however, i did also have an issue about a week prior mo his and when i complained, i was told there is nothing that can be done, unfortunately, i don't have that screenshot as i chatted online to the agent Pretty and Cynthia and betfred don't email transcripts.

Thanks for the explanations.

If your brother has an issue with the casino, kindly let him file a complaint in his own name, specifying the casino login.

We are unable to deal with issues submitted on behalf of third parties.

Could you please share what the issue with the casino is regarding your casino account?

Hi, this was the issue i had below is the email i sent

Sat, Dec 21, 2024, 12:06 PM

Dear Betfred Support Team,

I hope this message finds you well.

I am writing to express my extreme frustration and disappointment with the recent experience I had on your platform. I was looking forward to using my 50 free spins on the Extra Spin III game, but after clicking "OK," the game failed to load. This has been incredibly disappointing and has left me unable to enjoy the rewards I was looking forward to.

To make matters worse, when I reached out to your customer service for assistance, I was connected with an agent named Pretty. Instead of resolving my issue, Pretty ended the chat abruptly and rudely, without providing any helpful feedback. This lack of support and disrespectful treatment is unacceptable.

I want my spins reinstated, as I cannot be held responsible for technical issues with the AGT games. After I accepted the spins, and mind you, it hasn't even been 20 minutes, the screen went black. Your agent Pretty clearly needs training, as she knew nothing and merely stated the obvious instead of solving the issue. I need answers and a resolution as soon as possible.

Additionally, I have been complaining about the AGT games not playing since yesterday, and nothing has been done to address this issue. This ongoing problem is extremely frustrating.

I have attached a screenshot showing the issue. Unfortunately, I didn't take a screenshot of my free spins as I didn't anticipate this issue occurring, but I am sure you can see the details on your side.

As a loyal customer, I expect a certain level of service and support, especially when encountering technical issues. I urge Betfred to address this issue immediately and ensure that such incidents do not happen in the future. Please sort this issue out as soon as possible.

AND THIS IS THE RESPONSE

Dear Melisha

We apologize for any confusion. Please note that once you accept the AGT games, they will automatically forfeit if not used within the specified time frame.

If you have any further questions or need assistance, please don't hesitate to reach out.

Thank you for your understanding.

Best regards,

Yonela

Thanks for your reply.

Unfortunately, we are unable to compel the casino to credit you with a bonus that expired, nor penalize the casino if they fail to do so. Please understand that bonuses are gifts that the casino awards to its players. It is important to note that casinos are not obligated to offer any benefits to their players.

Due to the original issue being submitted on behalf of a third party, we are forced to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casino in the future.